Etihad Airways
Reviews and Complaints

My partner and I were booked to fly with Etihad on 22 March 2020. The flights were purchased on 19 March 2020. The booking references are [protected].
Later on the same day (19 March 2020) Australian border restrictions were announced. Commencing 19 March 2020. It was not possible to fly without exemptions - making these tickets redundant.

Refunds were requested for both (refer to email acknowledgement from Etihad dated 20 March 2020). Instead, travel banks were provided.

At the time, Etihad was flying to Brisbane still and some flights were available so we did not challenge the travel banks, despite having requested refunds in the first instance.

Since then, the travel bank for Ms B. was used to book a flight to Brisbane, reference XLNJHX. This has since been cancelled by Etihad (refer to email from Etihad dated 5 October 2020). As you are no doubt aware, there has been limited availability on Etihad to fly to Australia.

Earlier this month, it became apparent that Etihad was no longer flying to Brisbane, and certainly not from Dublin. It follows that these travel banks are now unable to be used, and the original requests for refunds ought to be honoured. To that end, I have made several attempts by phone, email and social media to obtain a resolution.

On 12 October 2020, in response to one such complaint on social media, I received a phone call from an Etihad supervisor. This phone call occurred at 9:51AM Central European Summer Time. During that call it was explained to me that the refunds requested were approved, however they would not be processed for a period of twelve (12) months from the date of the booking. Meaning 19 March 2021 for [protected] and an indeterminate date for XLNJHX (as, despite the flight being cancelled it has yet to be credited to travel bank or be refunded). I requested this decision be reviewed by the legal team and I was assured an email from them would be forthcoming.

On 12 October 2020 I responded to the social media account that had arranged the phone call and complained that the resolution was unacceptable. It was advised to me by *Elle that the reason the refunds were not approved immediately is that the two guests were "no-shows" on the 22nd of March 2020. I presented to *Elle the screenshots refuting this statement to which she responded "you may write to our guest relations team at…. If you wish to submit your complaint".

On the basis that the 22 March 2020 flight was both cancelled within 24 hours of booking via the website, and Etihad is no longer servicing the Dublin to Brisbane route, it is appropriate for the refund to be retrospectively applied and funds be immediately credited to the original method of payment (credit card).

Hello,

Our flights from Paris to Abu Dhabi due on 16th April 2020 were cancelled due to Covid 19. My booking reference is SXFJUI which was booked directly with Etihad Airlines

I have tried to trace my booking on your site, but it appears as not found. When I call the telephone number on your site I cannot get past the machine. I would like to speak to someone, but it appears to be impossible.

I cannot find out how to get a refund for this booking.

My adresse mail is [protected]@hotmail.fr

Thank you for any help you can provide

I've called and dmed on twitter numerous time about my refund that I requested on 26/07/2020 and every time i'm told that ‘an email has been sent to our finance team' and then nothing happens. My booking reference in kxbwxa. I've even complained about my ticket receipt details where the last 4 digits of my card don't match the the ones on the receipt even though I paid with my card. Please help it's been almost 2 months and I need the refund back urgently.

Etihad has cancelled the flights from MAA-JFK supposed to fly on 28th March 2020. Till date they have not refunded the ticket.
Confirmation no : TSORVD
Ticket details are mentioned below
Your ticket(s) is/are:
Raghuraman Rangarajan: [protected] -Latest
Sudhapriya Sampat:[protected] -Latest
Have spoken to Etihad multiple times as well. still no

How terrible and upsetting such a big operational carrier like yourself not caring for disabled passengers Stranded families with kids all at Mumbai airport .Than getting police to disburse people who are rightfully upset.
You have a duty of care and are ATOL registered. I called Etihad airways for 2.5 hours.
Nobody bothered calling me back or emailing us to let us know why 200 transit passengers were not allowed to board Ethihad flight. Than I was sent email saying that NO SHOW how ridiculous.
I have incurred costs of over £4000
Hotel travel to and from Gujarat, we had been stranded for 5 months in india.
I have to purchase buisness class fares Air india as these were only seats available. Mumbai is on lockdown if we enter city 7 days quarantine
Also we have PCR Covid test expiring in 24hours
I am so upset for you attitude to families and old people left stranded at airport being set on my Indian police as they have now where to go
I expect a response by yourselves you at ATOL registered and have a duty to passengers denied boarding for unreasonable excuse not understood
You allowed passengers going to Abu Dhabi Only
So why would you blame Indian Aviation( the response from your ground staff)
It was clear that you had suspended transit flights or something you are not disclosing.

I was promised a call back, nobody has replied back or bothered to help in anyway. People were crying as they hadn't seen families and kids for 5 months.I have purchased my flight with air india as I was told next flight is 01/10/20
I will be making a claim for my expenses and compensation for your negligence and appalling behaviour .
I had such high expectation, always trusted you.

I am very disappointed and will take this up with UK Courts as my flight was purchased in UK. I wish to give you 14 days to respond to my email.

Rehana Azhar

[RQID:781019] - where is my refund ? now 77 days passed ! - WOULD SOMEONE CARE TO SOLVE THIS !

Good Morning All,

Dear Christine and Gadija,

Despite several email assurances from you both, I have no refund reflecting in my Credit Card. I just checked again this morning.

Do you understand that I am paying 24% interest on $800 which comes to AED 528 ! Who will be paying this amount ?

Kindly provide update !

Ref: 781019

8 July 2020

Dear Mr Abbasi,

Thank you for your email.

Our finance team have now completed the refund. Please allow 14 working days to receive it.

Yours sincerely,

Gadija
Guest Relations

ETIHAD AIRWAYS
Etihad Airways Centre
P.O. Box 35566, Abu Dhabi, United Arab Emirates

My flight was booked for March 24, 2020 and South africa entered into a state of disaster on MArch 16, 2020 and full lockdown on MArch 26, 2020. The airline cancelled my flight for MArch 24, 2020 due to the pandemic. Flight number EY603 and EY408. Then the return flight for April 8, 2020. Flight number EY407 and EY 604.
It is now 5 months and I have received no refund or no voucher, despite many emails an many empty promises. It's deplorable.

Aug 7 Called Etihad and instructed to re-book Aug 8 flight for Aug 10 flight due to delay in COVID testing results
Aug 7-8 Etihad failed to re-book
Aug 9 Called again and instructed to rebook for Aug 10 - Etihad failed to re-book
Aug 9 Called third time and instructed to rebook flight - Etihad rebooked for Aug 10 and charged "Change fee"
Aug 10 - Notified at Raleigh Durham Airport by American Airlines that Etihad had cancelled my American Domestic and Etihad international flight.
Aug 10 - Etihad representatives were unsuccessful in re-booking flight.

Complaint: Etihad does not allow the user to re-book flights at this time. Etihad failed to re-book flight in time to avoid "No Show" fee. Caused approximately 5000.00 USD damages due to lost wages as a result of canceling flight without notification to flight purchaser. Approximately 150.00 USD inappropriately charged for "no-show" fee.

Information provided to customers is inaccurate and inconsistent

So here is the complaint which I have been complaining from 03-03-2020, unfortunately etihad never refunded my money for the double payment they did.
My flight reference number kwvcpy
Ticket number 6072139433510, i'm attaching the complete email chat and I called them so many many times, every time they say they will forward to other departments.

Hello - I've cancelled my 5 return tickets on 11may and full amount were credited in Etihad travel bank account due to covid travel restrictions. All tickets full amount were credited in travel bank ac but all bonus eligibles miles (10000 eligible miles pending) are not credited yet to my etihad guest family head account. Several email exchanges were done with etihad guest customer care in last 2 months but no solution till today and a clear irresponsibility from etihad end.

I can produce all details of tickets and email exchanges made with etihad guest / travel bank customer care since 11th May.

Thanks

Hi
I was due to fly from Auckland to Manchester on 13 July .I booked business class for 2 people, returning on7 sept.The first flight was with virgin Australia to Brisbane on a codeshare the remainder with Etihad. Flight numbers va0156 to Brisbane then ey0485 to Abu Dhabi, both these flights have been cancelled by you, Onward flight to Manchester is Ey0021.As you are now in breach of your contract with me I wanted to cancel my flights only to be told as the flights were booked in New Zealand, I don't qualify for a refund, I doubt that this is legal and would like you to explain how you can do this. As my son lives in Abu Dhabi I use your airline on a reasonably regular basis and find your stance on this unbelievable, you haven't even tried to get me alternative flights, just told me they are cancelled, if I wanted to carry on with this holiday I would have to try and book flights to Abu Dhabi at further expense to myself
Could you look into this and offer me an explanation as to your stance on this
JACK Dunkerley

Dear etihad airways customer service,

"I really shock about your un propositional way of managing the customers."

Last 4th march 2020 7:38 pm I booked tickets for my family (one way) in etihad airways (abu dhabi to chennai - ey [protected] aed/person - the total is 1869 aed)
(ref. Code: - xlmtqw)

Due to covid-19, in 14th april 2020, we planned to change our travel dates & tickets change to on 27th may 2020. With same flight fare (aed 1869 without service cost as per etihad airways covid-19 current service policy.)
(ref. Code: - xlmtqw)

Yesterday I received an email from etihad airways my family ticket has been cancelled.in what reason etihad airways customer service did that?

Also, I checked etihad website today that latest updates about airfare on 27th may 2020 its shows 3263aed. So, I understand why etihad airways cancelled my family tickets.

Here I request you that please re-confirm my family trip with same date & same fare. As soon as possible.

Please maintain your trust with customers.

Thanks
Karthick rajappan
[protected]

On 24th march 2020, etihad cancelled my flight within hours after booking was confirmed! I am holding a fully refundable ticket, yet I am liable for almost 200 euro cancellation fee - I did not cancel - etihad did! The total lack of support, customer service and communication is absolutely shocking! I have complained on numerous social media platforms and will continue doing so until somebody listens and treats me with respect! The level of arrogance from etihad staff is mind blowing to say the least! I had to rebook on klm and kenya airways to get to sa in time before the travel ban! I have been away from my family since october 2019! I will report this to our national credit regulator as etihad is not exempt from this act! I will further lodge a complaint with the minister of transport office who also released a press statement in this regard today!

On 19 March I was eligible to a full refund as one of etihad agents confirmed me in writting, the next day, Surprise, I wasnt eligible. They temoved the refund option from website and provide an option for credit point. The trick is that the flights have a double price now, that means our curent money are a gift for Etihad. We lose the flight, money and we have to pay the difference if we want to take the credit point solutions. Shame in you, and hopefully you get bankrupt 🙂 for stealing our moneys.

Only few destinations with restrictions updated and eligible for full refund as of 19th March 2020.

I have booked a ticket from Toronto to Muscat with stop over at Abu Dhabi, planned travel on 19th March 2020.

However due to COVID 19, restrictions were applied at Muscat restricting non citizens from entering Muscat effective 18th March 2020. The screen shot is as below

Due to this lapse, i couldn't get full refund

Good Morning,

I am writing to complain about the excess payment of 1500 dhs to change my daughter flight. As you are aware UAE has given expat parents 48 hours to bring their kids from all over the world so I had to bring her ASAP. Also, my daughter uni has started the online learning and they needed to leave their accommodation.
booking ref: TWELVS
Name: Yasmin Abdelmaksoud
Ticket number: [protected]
EY22 coming from Manchester
Other airlines did it for free or 300dhs max

Booking reference ID : 9577164d
Name: Vijaya Subbaiyah
contact: [protected], [protected]

I booked a hotel from etihad guest ( March 3 to March 5) website and when i reached saudi arabia, the hotel reception has told that they haven't received any booking confirmation from Etihad. When I tried to contact Etihad call center, I was informed that they don't have access to look in to my bookings. When i sent a mail to Etihad i got reply after 1.5 days.

SO I booked a new hotel from my expense again, spent additional money for that hotel, mobile calls, taxi etc... Still now Etihad ( more than 10 days) is not refunding the money and denying to compensate the losses.

Will Etihad allow a passenger with economy ticket to sit in business class. They want to earn money. But because of Etihad's mistake why should a customer bear all the losses. I am following up with Etihad by mails and still now they are not refunding and giving compensation and also giving me more burden by sending unethical mails

I have booked online using Etihad and was surprised that they charged me twice. They keep on saying about the soft charge but they don't know the hassle it causes to their customers. Now, I have to wait 48 hrs or more for the money to log back into my account. I need to buy some stuff but I cannot do it because of this. I'm just disappointed with this company.

Dawn

I took an Etihad flight from Bangkok to London Heathrow (via Abu Dhabi) on 19.12.19. When I arrived at Heathrow on the morning of 20.12.19 and collected my luggage, I immediately noticed that my case had had the padlock removed and that someone had been inside the luggage. There was no security sticker on there indicating that my bag had been searched, neither had the padlock been put back into the case. This struck me as strange and rather displeasing but I thought nothing more of it. When I got home and unpacked the aforementioned suitcase I realised that my small JBL speaker was missing. Evidently, someone broke into my case, tampered with it, and stole an expensive speaker.

I contacted Etihad and have since spent two whole months trying to get a resolution on this matter; they made me jump through multiple hoops, chased them on email (they are dreadfully slow at replying ), I supplied all evidence requested, only for them to tell me that it is not their responsibility.

Name: Arlo Tickner
Etihad Membership number: [protected]